Celeros Flow Technology
Customer Concern / Warranty Resolution Lead
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Quality Engineer – Cathcart Product Lines
About Celeros Flow Technology
For over 140 years, our products have ensured the safe, reliable operations of key industries. With a commitment to precision, partnership, and innovation, Celeros Flow Technology upholds a heritage of high performance and dependability, delivering mission-critical, sustainable flow control solutions globally.
We seek individuals with passion, a unique voice, and fresh perspectives to join our diverse, collaborative, and multi-cultural team. Celeros fosters a dynamic environment where you will be challenged, supported, and empowered to perform exceptionally.
General Summary
The Quality Engineer will focus on customer satisfaction, coordinating the company’s responses to concerns while promoting preventive measures and continuous improvement. This role involves aligning with company policies and driving timely customer resolutions to enhance the external image of Celeros. Key responsibilities include:
Key Responsibilities
- Promote a culture of prevention and continuous improvement.
- Drive customer satisfaction through timely feedback retrieval and resolution.
- Manage customer interactions and resolve concerns to reflect positively on the company’s external reputation.
- Collaborate with internal departments to:
- Identify, resolve, and support product and service quality issues.
- Provide advisory and guidance on Quality matters to Celeros personnel.
- Monitor financial reviews and improve business performance using CoPQ data (Warranty, Liquidated Damages, and Goodwill).
- Lead improvements in quality processes across Internal and External teams.
- Support investigations into product and service-related incidents, ensuring appropriate investigative methods and reporting, and implementing lessons learned.
- Ensure adherence to Root Cause Failure Analysis.
- Develop and execute Key Performance Measures (KPIs) to enhance Customer Satisfaction across Cathcart product lines.
- Generate weekly/monthly KPI reports to highlight and address concerns in Cathcart product lines.
- Implement and promote the Non-Conformity Reporting (NCR) process for non-conforming products.
- Benchmark processes with other Celeros locations to resolve issues for shared clients and standardise solutions.
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Key Deliverables & Performance Indicators
Monthly Records:
- Number of open and closed customer concerns.
- Associated financial impacts of servicing concerns.
- Value of net benefits (e.g., upsell opportunities, recovery efforts).
- Tracked improvement initiatives and their status.
- Demonstrable achievements in resolving concerns.
Severity and Closure Timeframes:
- Categorise the severity of claims.
- Ensure timely claim closure within suggested targets.
Weekly Actions:
- Host cross-functional claims resolution meetings.
Annual Commitments:
- Full compliance with all Quality goals and objectives.
Requirements & Experience
- Significant relevant experience in Quality Engineering.
- Awareness of ISO 9001:2015 standards.
- Proven risk management and Root Cause Failure Analysis expertise.
- High proficiency in computer applications (e.g., MS Office, PowerPoint).
- Ability to develop, execute, and deliver improvement projects.
- Strong customer interface experience, coupled with deep product knowledge of the Celeros and Cathcart Brand portfolio.
- Excellent detailed analysis and reporting skills, including data visualisation.
- qualification to conduct internal and external audits.
Bar to Entry
- Valid right to work in the UK is mandatory.
Benefits
- Competitive salary.
- Career development opportunities.
- Performance bonus.
- 33 days annual leave (inclusive of bank holidays).
- Holiday buy and sell.
- Company pension scheme.
- Life cover insurance.
- Employee Assistance Programme.
- Digital benefits, including health, wealth, and lifestyle support.
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Physical Demands
The role requires:
- Daily standing, sitting, walking, talking, and using hands/arms for computer work.
- Occasional stooping, kneeling, crouching, or crawling.
- Frequent lifting/moving of light-to-moderate objects.
- Occasional travel (primarily by air or road), which may involve prolonged sitting.
Working Conditions
Employees must be able to:
- Work in moderate noise (typical office environment with computers, phones, and printers).
- Operate effectively in open-plan or individual offices.
- Spend extended periods at computer/terminals.
- Sit for long durations in vehicles or on long-haul flights.
Disclaimer
This description outlines typical duties, responsibilities, and skills for the role. It is not exhaustive and may evolve with business needs.
Reasonable adjustments will be made to accommodate employees with disabilities, enabling them to perform essential job functions.
Celeros Flow Technology Values
Celeros operates through five core values:
- Integrity – Prioritise safety, respect for employees, partners, and the environment; lead by example.
- Speed – Maintain urgency in delivering mission-critical flow technology solutions.
- Accountability – Own actions and deliver on commitments.
- Partnership – Collaborate across teams and with customers to achieve mutual success.
- Excellence – Strive for quality and continuous improvement in engineering, manufacturing, and customer support.
Quality Commitment
All employees must uphold Quality standards in products, processes, and systems. Nonconformities must be:
- Identified and recorded.
- Reported through designated channels.
- Investigated and resolved to prevent recurrence.
Equal Opportunities Statement
Celeros Flow Technology is an equal opportunity employer.
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